Feature
Customer Feedback Collection
Most businesses hear from unhappy customers and almost never from satisfied ones. Feedback collection asks after the visit, records the answer honestly and routes complaints to a person immediately.
How feedback is gathered
- A short message after the appointment or job
- One or two questions, not a survey
- Free-text comments recorded as written
- Negative responses escalated to a person
- An easy way to decline or opt out
Short, Timely and Honest
Feedback requests fail when they are long, late or transparently designed to harvest positive reviews. A short question sent the same day, from a business that will actually act on the answer, gets a genuine response rate.
We build these to collect information rather than to manufacture praise. Customers are asked what they thought, not asked to confirm that they were delighted, and negative answers are treated as the most valuable ones.
Where a response indicates a problem, it goes to a person quickly. An unhappy customer who is contacted within the hour is a recoverable situation; one who is left for a week is usually not.
What It Delivers
Problems surface early
You find out about a poor experience while it can still be put right.
Patterns become visible
Recurring comments about a particular service, time or location are far more useful than individual complaints.
Quiet customers are heard
The satisfied majority who would never volunteer an opinion finally appear in your data.
Your team gets credit
Positive comments about specific staff are recorded rather than lost in conversation.
How It Runs
Trigger set
Feedback follows a completed appointment or job, not every interaction.
Question kept short
One rating question and one open comment field is usually the highest-yielding format.
Responses recorded
Answers are stored against the customer and the service, so patterns can be analysed.
Negatives escalated
A poor response alerts your manager immediately rather than appearing in a monthly report.
Where Feedback Changes Things
Fitness studios
Early feedback from trial attendees explains why some convert to membership and others do not.
Fitness studiosRestaurants
Comments tied to a specific service period reveal issues that never reach the manager on the night.
RestaurantsCleaning services
Since nobody is present to supervise, feedback is the main quality signal available.
Cleaning servicesA Note on Reviews
Feedback collection and review generation are not the same thing, and we keep them separate. Directing only satisfied customers towards public review platforms produces a distorted picture and is discouraged by the platforms themselves.
If you choose to invite reviews, the invitation should go to everyone asked for feedback, not a filtered subset. We will configure it that way or not at all.
Deployment approaches by team size are described under growing SME deployments and multi-location deployments, with related capabilities in the feature library.
Feedback Questions
How soon should feedback be requested?
Usually the same day. Response rates fall sharply after that, and detail fades with them.
How many questions?
One or two. Longer surveys collect less because most people abandon them.
What happens with a bad response?
It alerts your manager immediately so someone can contact the customer while recovery is still possible.
Can we ask for public reviews?
Yes, but sent to everyone rather than only to happy customers. Filtered review requests distort your rating and breach platform expectations.
Can customers opt out?
Yes, and opt-outs are respected across all messaging, not just feedback requests.
Hear From the Customers Who Say Nothing
Tell us what you would genuinely want to know after a visit. We will build a short feedback flow and show you where the answers land.